SPR Satisfaction Survey BC Surgical Patient Registry (SPR) Satisfaction Survey 2012

Transcription

1 BC Surgical Patient Registry (SPR) Satisfaction Survey 2012 July 16, 2012

2 Table of Contents BACKGROUND...1 RESULTS Demographics Usage of the SPR Access to the SPR Value of SPR data provided Ease of use CONCLUSION AND RECOMMENDATIONS...16

3 BACKGROUND In March, 2012, the SPR team developed and administered a survey to assess access to the SPR, value of the data provided, and ease of use. The survey was conducted by , to a broad range of people involved in surgical services, including some who are currently using the SPR and others who are not. The BC Medical Association (BCMA) also distributed the survey to a random sample of approximately 150 surgeons with equal representation per health authority. 1

4 RESULTS 1. Demographics A total of 143 people responded to the survey. See chart below for breakdown by health authority (HA) Health Authority and Roles of SPR Survey Respondents FHA IHA NHA PHSA VCHA VIHA Surgical Department Head Surgeon / Specialist Assisting in Surgery Medical Office Assistant Surgical Services Analyst OR Booking Clerk Health Authority Executive / Surgical Services Administration The primary responses were from OR booking clerks and Surgeons/specialist assisting with surgery. See chart below for a breakdown by role. 60 Roles of SPR Survey Respondents HA Exec / Medical Office Surgical Assistant Service Admin 9 OR Booking Clerk Surgeon / Specialist Assisting in Surgery 11 Surgical Department Head 9 Surgical Services Analyst 2

5 2. Usage of the SPR Half (72) of the survey respondents currently use the SPR, with the other half not using it for reasons shown in the following chart. Respondents Experience with the Surgical Patient Registry (SPR) Never heard of it Heard of it but don't know what it does Know what it does but don't use it Currently use it Response Count 3

6 SPR Satisfaction Survey 2012 Within the users of the SPR, their extentt of experience (by role) was distributed into the following categories: Never heard of it Heard of it but don't know what it does What is your Experience with the Surgical Patient Registry (SPR)? Know what it does but don't use it Surgical Department Head Surgeon / Specialist Assisting in Surgery Medical Office Assistant Surgical Services Analyst OR Booking Clerk Currently use it Health Authority Executive / Surgical Services Administration Analysis: : The large majority of people who use the SPR data collection and/or data mart reporting pages are OR Booking clerks, which indicates a potential opportunity for SPR and health authorities to further promote the SPR and its data mart benefits to the other groups of users. For the other 50% of respondents that don t use the SPR, 20% either didn t know about it or didn t know what it does, while the rest (29%) knew what it does, but chose not to use it. Analysis: : For those that have never heard of the SPR (5%) and those that have heard of it, but don t know what is does (15%), there is an opportunity for SPR and health authorities to provide an introduction to the potential benefits of using the SPR to these groups. Respondents who do not use the SPR, but stated they knew what it does (29%), selected the following reasons in the chart below for their non use. 4

7 SPR Satisfaction Survey 2012 Reasons Survey Respondents Do Not Use the SPR (respondents selected all that apply) My waitlist summary reports are already provided for me I do not have enough training to use the SPR My Health Authority does not grant me access to the SPR 5 I have no way to access my Health Authority network 3 I receive a list of my patients regularly 5 My patient information is filed in my office My patient information is in my OR Booking System My patient information is in my electronic medical record Analysis: : A majority (59 or 62% %) of the respondents that know about, but don t use the SPR, felt their patient information (contained within their own office, an Electronicc Medical Record (EMR) or an OR Booking System) was equivalent to the informationn available within SPR or was satisfactory for their needs (highlighted section on above chart). This might indicate an opportunity to introduce education/training to these non users to illustrate the benefits of SPR available and unavailable in their own systems. For those familiar with the SPR, ongoing education may also be required. Another 12% of those not using SPR explicitly stated they didn t have enough training with SPR, which could also be another opportunity to provide further training to these individuals. 5

8 3. Access to the SPR Access to SPR Web Pages is Easy 48% 25% 11% 16% 9% 2% Strongly Agree Agree Neutral Disagree Strongly Disagree Analysis: The majority of respondents (64%) agreed or strongly agreed access to the main SPR web page was easy, with another 25% choosing neutral. Although only 5 (11%) respondents disagreed or strongly disagreed that access to the main SPR web page was easy, it would be preferable to have all users of the SPR feel the access was acceptable, and might therefore be an area to investigate. However, such small numbers should be interpreted with caution. Access to SPR Error Management pages is Easy 36% 14% 36% 14% 9% 5% Strongly Agree Agree Neutral Disagree Strongly Disagree Analysis: Similarly to the main SPR web page, a majority of respondents agreed access to the SPR error management web page was easy, but 6 (14%) respondents disagreed, so more investigation into this issue may be helpful. 6

9 Ease of Accessing SPR Data Mart within Hospital Network Very easy Easy Same as other portals Difficult Very Difficult 35% 35% 17% 13% 10% 3% Analysis: Most (87%) respondents felt the access to SPR and/or the data mart from within the hospital network was at least as easy as any other hospital portal, with the rest (13%) feeling it was more difficult. However, this ratio became closer to equal (64:36) when respondents were rating ease of the SPR access from outside the hospital network (chart below). As stated earlier, the number of respondents to this question was very low (three rated access easy, three rated access difficult), and might be partially attributed to sample size. It would be worthwhile for the SPR to investigate feasibility of access outside of the hospital network. Ease of Accessing SPR Data Mart Out of Hospital (Home or Office) Very easy Easy Same as other portals Difficult Very Difficult 38% 13% 13% 13% 36% 23% 7

10 SPR Satisfaction Survey 2012 Accesss to SPR Dashboards is Easy (province wide summary data) Strongly Agree 47% 21% 14% Agree Neutral 25% 7% 7% Disagree Strongly Disagree Analysis: : Of those who had an opinion (not neutral), 32% felt accessing the dashboardd was easy, but 6 of the 28 (21%) that responded felt access was difficult. This might indicate an opportunity both to improve access and clarify user experiences with the dashboards. Access to SPR Reports is Easy (individualized patient identifiable data) 47% 3% Strongly Agree Agreee 38% 9% 6% 6% Neutral Disagree Strongly Disagree Analysis: : Of those who had an opinion (not neutral), 44% felt access to the reporting function of the data mart was easy, but the remaining 9% (3 respondents) felt it was difficult, although again, with such a small sample, it is hard to make any strong summary statements. 8

11 Interest in using SPR waitlist reports via: 46 Critical Important Nice to Have Not Interested Mobile devices (SmartPhone, Tablet, etc) Direct access through the Internet (no HA access required) Integrating the OR booking system (or SPR) with my EMR Regularly e mailed reports Analysis: A majority (61%) of respondents were not interested in using mobile devices to receive their waitlist reports, although with 23% considering this method either critical or important, such an option should be considered in the future. A significant number of respondents considered accessing the SPR directly through the internet (36%) or having the SPR integrated into their EMR or OR Booking system (48%) as critical or important, which indicates possible new delivery methods of the SPR to be investigated for the future. 9

12 SPR Satisfaction Survey Value of SPR data provided Overall satisfaction with the SPR Data Mart 41% 3% Very Satisfied Satisfied 41% 12% 6% 9% Neutral Dissatisfied Very Dissatisfied Analysis: : Of those who had an opinion (not neutral), (47%) of respondents were satisfied with the SPR data mart overall, and only 4 of the 34 respondents (12%) were not satisfied, which may present an area to be investigated further. The relatively large percentage of neutral respondents (41%) may warrant further study. SPR Dashboard Reports Suit My Needs (province wide summary reports) 58% 11% Strongly Agree Agree 19% Neutral 15% 8% 8% Disagree Strongly Disagreee Analysis: : Of those who had an opinion (not neutral), 23% respondents were satisfied with the SPR dashboard reports, and the majority of respondents (58%) rated the suitability of the reports to be only neutral, which suggests increased communications to better ensuree the suitability of dashboard reports to users. 10

13 SPR Reports Suit My Needs (individualized patient identifiable reports) 48% 6% Strongly Agree Agree 29% 16% 7% 10% Neutral Disagree Strongly Disagree Analysis: Of those who had an opinion (not neutral), 36% felt the SPR data mart reports satisfied their needs, and many (48%) were only neutral on the matter. This may also indicate an area of potential improvement to the reports. 11

14 5. Ease of use Satisfaction with the SPR Web Pages Searching for patients is easy Pages (booking form, post surgery, etc) are user friendly Refresh times are satisfactory Strongly Agree Agree Neutral Disagree Strongly Disagree Analysis: Not considering those that chose a neutral score, a majority of respondents agreed (or strongly agreed) that searching for patient information was easy (62%), web pages were user friendly (41%) and refresh times were satisfactory (48%) for the SPR web pages. However, the number of respondents that disagreed (or disagreed strongly) with each of these questions was not insignificant, being respectively, 12%, 23% and 14%. Although the sample size was not large for those disagreeing, consideration should be given to further investigation of these issues. 12

15 Satisfaction Regarding SPR Error Management Pages Searching for patients is easy Pages (booking form, post surgery, etc) are user friendly Refresh times are satisfactory Strongly Agree Agree Neutral Disagree Strongly Disagree Analysis: All three of these questions regarding the SPR error management pages scored lower levels on ease of use than the main SPR web pages, with a higher percentage of respondents choosing a neutral value. Since roughly the same group responded to both of these questions, it is not clear why this shift toward neutrality would occur (or is even significant). 13

16 Drill down Function of the Dashboard is Easy to Use Strongly Agree Agree Neutral Disagree Strongly Disagree 48% 19% 30% 19% 4% 11% Analysis: Not considering those that chose a neutral score, those respondents agreeing that the dashboard drill down function was easy to use actually made up a smaller percentage (23%) than those that disagreed (30%), indicating a definite area to investigate for potential improvement. SPR Dashboard Refresh Times are Satisfactory Strongly Agree Agree Neutral Disagree Strongly Disagree 44% 12% 24% 12% 32% Analysis: Not considering those that chose a neutral score, the number of respondents that expressed agreement or disagreement about dashboard refresh times satisfaction was very close. Those agreeing that the dashboard refresh times were satisfactory consisted of 32% while those disagreeing made up 24%. This broad range in opinion about refresh times satisfaction may indicate an area to investigate for improvement. 14

17 Satisfaction with SPR Reports Refresh times are satisfactory 39% 42% 47% Sorting function is easy to use 30% 13% 13% 0 3% 6% 7% Strongly Agree Agree Neutral Disagree Strongly Disagree Analysis: Not considering those that chose a neutral score, more respondents agreed that the SPR data mart refresh times were satisfactory (39%) and its sorting function was easy to use (33%), than those that disagreed (19% and 20% respectively). Although the sample size is not large, 6 respondents disagreeing with the ease of use of the data mart is probably at least worth investigating as to possible solutions. User Suggestions for Improving SPR Data Mart Website not particularly intuitive or user friendly in comparison to other; Find manual difficult to follow; In the error management report, it would be nice to be able to copy info which could be pasted onto another page; Make report running easier, less unnecessary information so report is simpler making it easier to correct; Additional training for the data mart/dashboard would be very helpful; Improved performance times for BI tools, reports, and dashboard. Inclusion of additional HA record identifiers in error reports to reduced additional steps. If performance times are not improved, dashboards and reports will never be used by surgeons. Analysis: Although there were only 7 respondents that suggested improvements, these will be considered carefully as possible areas of improvement to the SPR/data mart, e.g., additional training, clarifying the user manual, simplifying the web interface and improving performance of reporting tools. 15

18 CONCLUSION AND RECOMMENDATIONS The results of the SPR Satisfaction Survey revealed a number of potential areas for improvement within the SPR and the data mart. By addressing these areas, the mandate of the SPR as the prime portal of provincial surgical waitlist data will be better served. COMMUNICATION AND EDUCATION Expanded communication of the role and benefits of the SPR and data mart The survey found a significant number of people hadn t heard of the SPR, didn t know what it did, or thought their own EMR/OR Booking System/office software provided the same functionality as the SPR and the data mart. Additionally, most of the users of the SPR that responded to the survey were OR Booking Clerks, with most other groups having little or no involvement. This identifies a need for more widespread information to be broadcast to these various groups of the potential benefits of using the SPR and its data mart for managing their waitlists. Broadened user training classes and videos Many of the respondents indicated that they had a lack of training with the SPR and/or data mart, whether through lack of knowledge of the training already available to them, or from insufficient training they already received from the SPR. Enhanced teaching materials and more detailed videos may help alleviate this issue, in combination with the expanded communication mentioned above. ACCESS Simplified user access Although the number of respondents was small stating that access to the various parts of the SPR and data mart was not easy, it would be worth investigating possible means to make access to the SPR and data mart as simple and consistent as possible. Similarly, some respondents (again, a small number) thought that refresh times were not satisfactory, so more research and tracking of this issue should be done to better understand if it is indeed an issue. REPORTS Clarified report requirements Some respondents indicated the dashboard and data mart reports did not suit their needs. The development of more accurate requirements will help to provide specific and better defined user reports. This may be accomplished through expanded communications and education of the SPR and its data mart. Enhanced methods of delivery of the SPR data A number of respondents felt that some form of integration between the SPR and their EMR/OR Booking System was important (or critical). As well, direct access to the SPR via the internet was considered important to a significant number of respondents. Both of these avenues of delivery of the SPR and its data should be considered in the future. 16